Sarah Stealey<br />Senior Vice President of Customer Support<br />
This is iContact<br />
Company Big Picture<br /><ul><li>Founded July 2003, Series A in 2007
300-employee company in Morrisville, NC
Subscription SaaSemail marketing and social marketing company
Customers send16 billion emails
70,000+ SMB Customers</li></ul>A triple bottom line company: measures and reports on its financial results, social results...
This is iContact Customer Support<br />
We are Passionate About<br />Creating a positive and motivating work environment<br />Making a positive wake in our world<...
Email Marketing and Social Media Marketing<br />Hundreds of Easy-to-Use Templates<br />List Segmentation<br />Autoresponde...
iContact for Salesforce<br />iContact for Salesforce connects powerful email marketing with the world’s best CRM<br />2010...
iContact for Salesforce<br />Easy to Use<br />Segmentation<br />Hundreds of Templates<br />Flexible Data Handling<br />Exp...
iContact and Salesforce…A History<br />Dec 2008: Transitioned from SugarCRM<br />Basic functionality for Sales and Support...
Life Before Chatter<br />So much information, to so many people, through so many channels…what could possibly go wrong?<br...
Life Before Chatter<br />Too Much Information<br />Company  Updates, Product Releases, Training Materials<br />Case Inform...
How does iContact use Chatter?<br />Replaces chat rooms, Facebook and IM dependency<br />Supplements emails and job aids <...
Industry News<br />Easy access to documents right from Chatter<br />
Company News<br />Links to articles, and screenshots…input from Sales to CEO!<br />
Department News<br />Easy and awesome way to spread news and reminders<br />
Troubleshooting<br />Serious issues are addressed across many departments  with actions, examples, and resolution<br />
Specific Cases<br />Cases between different departments, different floors, or different countries are resolved faster<br />
Peer Assistance<br />“One-to-many” postings increase efficiency<br />
Manager’s Digest<br />#hashtags allow for reporting and searching<br />
Contests<br />In-Chatter contests keep people constantly reading  and engaged<br />
Support Morale: Customer Kudos<br />Twitter and Facebook comments are shared to raise visibility<br />
Support Morale: Employee Engagement <br />Social “groups” keep company information and time off Facebook<br />
Cross-Department Entertainment<br />Sometimes it just needs to be irrelevant<br />
Unexpected Benefits<br />
Lots of Options<br />Chatter Desktop, Digests, Mobile<br />
Upcoming SlideShare
Loading in...5
×

Dreamforce 2011 service cloudconsole by Sarah Stealey

522

Published on

Published in: Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
522
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
7
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • Global company based in North Carolina Have been providing email marketing and social media marketing solutions and services to customers since 2003 Have experienced tremendous growth – 301 current employees Certified B Corporation; triple bottom line company that measures and reports on its financial results (profits), social results (people), and environmental results (planet)
  • Dreamforce 2011 service cloudconsole by Sarah Stealey

    1. 1. Sarah Stealey<br />Senior Vice President of Customer Support<br />
    2. 2. This is iContact<br />
    3. 3. Company Big Picture<br /><ul><li>Founded July 2003, Series A in 2007
    4. 4. 300-employee company in Morrisville, NC
    5. 5. Subscription SaaSemail marketing and social marketing company
    6. 6. Customers send16 billion emails
    7. 7. 70,000+ SMB Customers</li></ul>A triple bottom line company: measures and reports on its financial results, social results, and environmental results.<br />
    8. 8. This is iContact Customer Support<br />
    9. 9. We are Passionate About<br />Creating a positive and motivating work environment<br />Making a positive wake in our world<br />Making digital marketing easy so companies and causes can grow and succeed<br />Providing email marketing and social media marketing solutions and services to SMBs<br />
    10. 10. Email Marketing and Social Media Marketing<br />Hundreds of Easy-to-Use Templates<br />List Segmentation<br />Autoresponders<br />Facebook and Twitter Integrations <br />Built-In Surveying<br />Top Email Delivery<br />Advanced Reporting<br />Managed Services<br />Award-Winning Support<br />
    11. 11. iContact for Salesforce<br />iContact for Salesforce connects powerful email marketing with the world’s best CRM<br />2010 AppExchange Customer Choice Award Winner<br />
    12. 12. iContact for Salesforce<br />Easy to Use<br />Segmentation<br />Hundreds of Templates<br />Flexible Data Handling<br />Expert Customer Success Managers<br />Live Weekly Training Sessions<br />Works with many Salesforce editions<br />Lets you bypass Salesforce sending limits<br />Allows you to use your branded email templates, all within Salesforce<br />
    13. 13. iContact and Salesforce…A History<br />Dec 2008: Transitioned from SugarCRM<br />Basic functionality for Sales and Support<br />2009: Integrated CSAT surveys, QA forms, Partner Portal, revenue recognition<br />2010: All employees began using Salesforcefor POs, <br />Dec 2010: Introduced to Chatter at Dreamforce<br />
    14. 14. Life Before Chatter<br />So much information, to so many people, through so many channels…what could possibly go wrong?<br />Where do I go? What do I need? Who’s really reading all this?<br />
    15. 15. Life Before Chatter<br />Too Much Information<br />Company Updates, Product Releases, Training Materials<br />Case Information and Customer Escalations<br />Real-time Bugs, Tickets, Outages, and Issues<br />Administrative Things<br />Kudos and Fun Stuff<br />Too Many People to Share it With<br />Across the Company, Across the Department, Across the World<br />Too Many Channel Choices<br />Pidgin IM<br />At least 15 Pidgin Chat Rooms<br />Email<br />Job Aids<br />Facebook and Twitter<br />I wanted ONE thing, ONE place, ONE resource for people to find information. I wanted Chatter. <br />
    16. 16. How does iContact use Chatter?<br />Replaces chat rooms, Facebook and IM dependency<br />Supplements emails and job aids <br />Groups provide segmentation and focus<br />Allows instant communication with managers, peers or other departments without customer interruption<br />Reporting occurs on frequent topics and “likes”<br />Efficient usage of #hashtags to quickly find information <br />Digests sent through daily email or tagging<br />Chatter Desktop makes it real-time<br />It’s Mobile! <br />
    17. 17. Industry News<br />Easy access to documents right from Chatter<br />
    18. 18. Company News<br />Links to articles, and screenshots…input from Sales to CEO!<br />
    19. 19. Department News<br />Easy and awesome way to spread news and reminders<br />
    20. 20. Troubleshooting<br />Serious issues are addressed across many departments with actions, examples, and resolution<br />
    21. 21. Specific Cases<br />Cases between different departments, different floors, or different countries are resolved faster<br />
    22. 22. Peer Assistance<br />“One-to-many” postings increase efficiency<br />
    23. 23. Manager’s Digest<br />#hashtags allow for reporting and searching<br />
    24. 24. Contests<br />In-Chatter contests keep people constantly reading and engaged<br />
    25. 25. Support Morale: Customer Kudos<br />Twitter and Facebook comments are shared to raise visibility<br />
    26. 26. Support Morale: Employee Engagement <br />Social “groups” keep company information and time off Facebook<br />
    27. 27. Cross-Department Entertainment<br />Sometimes it just needs to be irrelevant<br />
    28. 28. Unexpected Benefits<br />
    29. 29. Lots of Options<br />Chatter Desktop, Digests, Mobile<br />
    30. 30. Take it From Them<br />
    31. 31. Challenge before Chatter<br />Too Much Information, Too Many People to Share it With, and Too Many Channel Choices<br />Basically…Where do I go? What do I really need to know?<br />
    32. 32. Making it Work<br />Start with one group or department and prove success<br />Eliminate the unnecessary barriers to adoption<br />Make it useful…AND fun!<br />Utilize the ease of the mobile app and real-time aspects of Chatter Desktop<br />Make it indispensible!<br />
    33. 33. Sarah Stealeysstealey@icontact.comwww.icontact.comwww.icontact.com/salesforce<br />
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×